How Good is Your Customer Service?

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Today, we're headed for the land of customer services.  That place where many business owners hope and pray that what they offer and how they offer it will win them a 5 star review rather than some scorched earth comments on the internet. 

We're going to dive into customer service from the customer's POV as well as the owner's perspective in hopes that you will see how best to create or improve your own customer service strategy.

If you service people in your business today, you must know what your ideal customer expects and how best to make your strategy a consistent performance standard with everyone who serves customers on your behalf.

1:15   How does the listener benefit?  (expand focus in terms of the listener)
If you service people in your business today, you must know what your ideal customer expects and how best to make your strategy a consistent performance standard with everyone who serves customers on your behalf.
 
2:00   Discussion points: (8:00 mins)

1. Customer interaction-  How well do you take control of the entire process of engaging people who come to you- smiling, eye contact, promptness, pleasentries, attentive behavior, phone manners.
2. Problem solving ability- Listening skills, asking good questions, assistance with issues, asking for help, being honest.
3. Attitude and behavior- Patience, proper communication, willingness to help, displaying genuine care, demeanor.

 
10:00 Tips for improving in this area or overcoming this problem: (7:00 mins)

1. Be open to improvement-  Read the reviews.  Survey your own employees.  Hire someone to survey your customers.
2. Learn about what your customers really want- Read reviews of competitors.  Assess the findings of your survey efforts.
3. Set standards to guide employee actions with customers.  Put them in writing.  Offer training to employees who don't have a natural sense for good customer interaction- especially in the area of resolving conflicts.
4. Establish ongoing metrics to monitor performance.  Decide up front how you will handle poor feedback from customers.

 

1. Final Take-aways: (2:00 mins) Recap primary listen benefit

            Customers want to know that you have their best interests at heart, that you respect them and you genuinely appreciate their patronage.  They want to feel it, not just read about it or hear it.  So many businesses kill themslves and their marketing efforts by not performing their best when it counts- when the customer shows up.
 
19:00 Closing comments: (show promotion, next episode, events, etc.)
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20:00 Show ends
 
Resource Information:
http://smallbusiness.chron.com/checklist-evaluating-customer-service-skills-75930.html
 
https://www.infinitcontact.com/blog/how-good-is-your-business-a-checklist-evaluating-your-customer-service/